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Dear Mr [redacted] : We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding SunTrust's decision to close your above referenced accountWe appreciate the opportunity to· respondThe decision to close this account was a business decision made by SunTrust, as explained in the enclosed January 5, letter from SunTrust's Consumer Private Wealth Management (CPWM)-Regulatory TeamWe have reviewed this matter again, and our position remains the sameMr [redacted] , should you have any other questi.ons, please call our CPWM Regulatory Team at 404-813-They will be glad to speak with youSincerely, Sherry [redacted] Vice President Client Advocacy Team

Re : Revdex.com complaint # [redacted] SunTrust has responded to our client but cannot share the response with the Revdex.com as no signed third party authorization was receivedPlease close this case on your records

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have never received anything from Suntrust, I received a call from them to advise me that they had received my complaint and someone would be in contact, but no one has [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Suntrust transferred my mortgage loan to [redacted] which is a debt collection service company on October 1, So there for my mortgage was transferred as a bankruptcy account, I never missed a payment nor was I ever late, my mortgage payment was drafted directly out of my account every other Friday [redacted] is not a mortgage lender or another bank, they are a debt collection servicing company, so there for they can not refinance my mortgageI was advised by [redacted] rep that my mortgage was transferred from SunTrust bankruptcy department and they would be collecting my mortgage payment for SunTrust, all payment should be paid directly to [redacted] after Oct 1, According to Suntrust response, they just submitted and updated to the credit agencies on September 8, after I file a complaint on Sept 2, I would like to see Suntrust resolve this matter by getting my mortgage loan back from [redacted] the debt collection service company and transfer or sale my loan to another bank or mortgage lender Regards, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below While I am glad SunTrust got back to me, the issue is they still owe me moneyThere were two opened claims they never resolved and I never asked for any claims to be cancelledOne for $1500+ for Apple Store, and one for ASOS for $Please send me a check for those claimsThank you! Regards, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below 12/09/- Still awaiting decision on the credit accountOne call was made by rep telling me they needed more timeAfter a response from a [redacted] post, they clarified their procedures but this still doesn't account for why it has taken months to get a response from themStill highly unsatisfied with this bankIn Feb it will be two years that we've held this accountUntil I get a decision this case should remain open.Regards, [redacted]

December 14, [redacted] *** [redacted] *** [redacted] *** [redacted] *** Re: Loan Number: Property Address: [redacted] *** Case Number: [redacted] Revdex.com Case Number: [redacted] Dear Mrand Mrs***: We have received and reviewed the letter that was forwarded to our office from the Revdex.com regarding the above referenced accountWe appreciate the opportunity to look into the issue raised and to provide a responseWe are sorry to learn of the problems you encountered in accessing our websiteIn reviewing your file, it reflects that on December 8, you were able to view the loan activity and detailIf you are still experiencing difficulties reviewing the online account, please contact our Client Service Department at Monday through Friday from a.mto p.mor Saturday from a.mto 3p.m., ETIf you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from a.mto p.m., ETSincerely, Wanda H*** Officer Mortgage Escalations Resolution Team

October 5, [redacted] [redacted] [redacted] [redacted] *** Re: Loan Number: Property Address: [redacted] *** Case Number: [redacted] Revdex.com Case Number: [redacted] Dear Mrand Mrs [redacted] : This letter is in response to correspondence that was forwarded to our office from the Revdex.com (Revdex.com) regarding the above referencedThank you for the opportunity to address your concernsEnclosed is a copy of the Initial Escrow Account Disclosure Statement dated July 26, for your reviewPlease notice your overage check number [redacted] in the amount of $was attached to the bottom of the first page of the escrow statementOn October 3, 2016, you spoke with a manager in the Client Services Department and advised that you had not received the escrow overage check in the amount of $At that time, the manager placed a stop payment on the check ( [redacted] ) and requested the check to be reissuedA replacement check was created on October 4, 2016; check number [redacted] in the amount of $Renee R [redacted] contacted you and advised that the replacement check was mailed and to allow seven to ten business days for the check to be receivedMrand Mrs [redacted] , we apologize for the delay in reissuing your escrow overage checkIf you have any questions concerning the servicing of your account, you may contact the Client Services Department at 800.634.7928, Monday through Friday from a.mto p.mor Saturday from a.mto p.m., ETIf you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from a.mto p.m., ETSincerely, Wanda H***Officer Mortgage Escalations Resolution Team

Thank you for sending the authorization for release if informationSunTrust responded to our client by telephone.In our conversation with the client we discussed the following:The client opened his account on July 20, and SunTrust closed his account on July 21, During the review process a business decision to close this account.We suggested he contact the Early Warning System (EWS) at [redacted] for additional informationThe client told us he had already done so and was not satisfied with their response.We apologized and told him that we will not be able to open an account for him at this time

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] I was told my money was being held until may Was still not given explanation as to why ., call customer service to see if it would be available sooner was told no may still no explation as to why I want my money released immediately Regards, [redacted] ***

SunTrust has responded to our client but cannot share the response with the Revdex.com as no signed third party authorization was receivedPlease close this case on your recordsSeth *M***Officer - Client Advocacy Management Office

August 24, RE: Client's Name: [redacted] *** Property Address: [redacted] *** [redacted] *** Case Number: [redacted] Revdex.com Case Number: [redacted] Dear Client(s): This letter is to acknowledge receipt of your correspondence or inquiry on August 23, The SunTrust Mortgage Escalations Resolution Team is currently researching your questions or concerns, and we are focused on responding to you as quickly as possibleAs we work to respond to your concerns, we will attempt to contact you each week to provide an update on the status of your inquiryIf a member of the Mortgage Escalations Resolution Team has not been in contact with you as of receipt of this letter, or if additional questions or concerns regarding the status of your inquiry, please contact us at [redacted] , Monday through Friday from a.mto p.m., ET and reference your case number aboveThank you for giving us the opportunity to serve you betterSincerely, Mortgage Escalations Resolution Team

The business has responded directly to the customer and has requested this response not be posted online

August 23, [redacted] Re: Everyday Checking Account ending inRevdex.com serving Central Virginia (Revdex.com) CaseWe have received and reviewed your correspondence forwarded to us from the Revdex.com regarding overdraft fees assessed to the account referenced aboveI understand the difficulty this type of situation may causeI appreciate the opportunity to respondOur records show that, on July 25, 2017, two items totaling $ [redacted] ($ [redacted] and $***) were presented for payment against a balance of $***Because there were not enough funds to cover both items, one $ [redacted] overdraft item fee was assessed to your accountOn July 27, 2017, we do not show that a deposit was made to your account as suggested by our representativeInstead, three items totaling $ [redacted] ($***, $ [redacted] and $***) were presented for payment against an overdrawn balance of $***Although a $ [redacted] overdraft protection transfer credit was applied to the account, this was not enough to cover all of the items that postedAs a result, two $ [redacted] overdraft item fees were assessedIn addition, one $ [redacted] overdraft protection transfer fee was also assessedThis fee was refunded as a courtesy on July 28, On July 28, 2017, a $ [redacted] Direct Deposit was posted to your accountHowever, the funds were not available to cover the items that posted the previous dayBased on this information, we have determined that the assessed overdraft fees are valid and will remainIn order to decrease the chances of this happening again, please visit suntrust.com, where you will find helpful tips on how to manage your account and avoid fees (see Facts About Banking)You will also find useful information about our overdraft services and how to monitor your account activity when the balance gets too low or becomes overdrawn by setting up email or mobile alerts[redacted] ***August 23, 2017Page 2As a suggestion, you may want to set up Overdraft Protection, whereby a protector account is linked to your transaction account to cover any potential shortfallsDetailed information about this service is found on our website (see Search Option?“Overdraft Services”)Instructions for signing up for Overdraft Protection and setting up email or mobile alerts (see Search Option?“Alerts”) are also found on our websiteMs***, although this may not be the answer you expected, I hope that the information about avoiding overdrafts is helpful to youShould you have any additional questions or concerns regarding your account, please do not hesitate to contact us via your Online Banking Profile or call us at 800.SUNTRUST ( [redacted] )A representative will be glad to assist you.Sincerely,Seth AM***OfficerClient Advocacy Management Office

Dear [redacted] ***We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding an overdraft fee on the above referenced account We appreciate the opportunity to respond.Our records show that, On July 7, 2016, your account had a balance of $262.96.However, two transactions were pending (USPS Change of Address for $ [redacted] and [redacted] for ***) reducing your available balance to $Five items totaling $were presented for payment against this available balance, and the account was assessed one $overdraft feeBased on this information, we have determined that these fees are validAs a courtesy, we refunded a [redacted] Monthly Maintenance fee to your account on July 11, We respectfully decline the request for additional refundsThe direct deposit of $was posted to your account on July 8, 2016.The posting order of your items is in accordance with our Rules and Regulations for Deposit AccountEnclosed is page of our Rules for your reviewOur Rules are provided at account opening and on suntrust.com see (Menu-PERSONAL BANKING-Banking-Overview Guides and Disclosures-Deposit Account Disclosures) Also, regarding debit card purchases, once a debit card transaction (ATM withdrawal or purchase) is authorized, a gold is placed on the client’s account reducing the available balanceFunds on hold for pending debit card transactions cannot be used for other purposes, even though the transaction has not posted against the account.Generally, it can take between two to five business days for debit card transactions to be presented for payment and permanently post to the accountFor this reason, clients must maintain accurate account records noting all authorized transactions, including pending debit and credits, to determine their available balanceDetailed information concerning this matter is included on pages and of our Rules.In order to decrease the chances of this happening again, please visit suntrust.com, where you will find helpful tips on how to manage your account and avoid feesYou will also find useful information about over overdraft services and how to monitor your account activity when the balance gets too low or becomes overdrawn by setting up email or mobile alerts.You may also want to set up Overdraft Protection, whereby a protector account is linked to your transaction account to cover any potential shortfallsDetailed information about this service is found on our websiteInstructions for signing up for Overdraft Protection and setting up email or mobile alerts are also found on our website.Thank you for bringing to our attention the quality of service you recently received when requesting a refund of the feeYour comments are very important to us and were shared with the appropriate management team SunTrust strives to provide exceptional service with each and every client interaction, and we regret that we did not meet these expectations in this situation[redacted] ***, I hope this information is helpful to youShould you have any additional questions regarding your account, please do not hesitate to contract us via your Online Banking Profile, call us at [redacted] or visit any SunTrust branchA representative will be glad to assist you Thank you for choosing SunTrust for your financial needs

We resolved Mr [redacted] concerns by speaking with him on the phone on November 14, We explained the reason for the overdraft fee but did credit the overdraft fee of $to the account We confirmed that his account was closed We also apologized for the inconvenience this matter may have causedShould you have any questions, please feel free to let me knowPlease close this case on your records Chris L [redacted] – Officer – Client Advocacy Management Office

Suntrust's response is just more rhetoricThose policies were already in place

September 29, [redacted] *** [redacted] *** [redacted] *** Re: Credit Card Account ending in *** Revdex.com serving Central Virginia (Revdex.com) Case [redacted] Dear Ms***: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding Sun Trust's reporting of the account referenced above on your credit fileThank you for notifying us of your concerns and providing us the opportunity to respondOur records show this account was opened in your name only on June 30, Enclosed is a copy of the letter mailed to you on the same date that notified you of the application approval and the balance transferFor this reason, we regret that we are unable to comply with your request to remove the reportingIf you have any documentation or written correspondence that you believe would provide evidence that current reporting is inaccurate, please forward it to me at our address or fax it to my attention at We will be glad to review any additional documentation you send us regarding this issueOur records show that your account was closed with an owed balance of $8,on February 21, If you would like to discuss payment options, please contact our [redacted] This communication is an attempt to collect a debt and any Information you provide, whether written or verbal, will be used for that purposeHowever, If your debt Is discharged In bankruptcy or you are protected by the automatic stay in a bankruptcy proceeding, SunTrust recognizes that you may not be lliable for this debt and this letter Is not an attempt to collect a debt but Is being sent for notice purposes only [redacted] *** September 29, Page Ms***, I understand this is not the resolution you are seeking from SunTrustShould you have any questions, please contact our [redacted] [redacted] A representative will be glad to assist you Sincerely, Seth AM*** Officer Client Advocacy Management Office

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] We received your correspondence regarding the above referenced caseBecause you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated September 7, Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.Thank you for contacting SunTrust

We have received and reviewed you correspondence forwarded to us from the Revdex.com regarding overdraft fess assessed to your above referenced accountWe appreciate the opportunity to respond.You stated that, due to a personal event, you were assessed $in overdraft fees between June and July 7, 2015, and you requested a refund of all or part of these feesWe reviewed your account and verified there were no bank errors that occurred when assessing fees to your account Based on this information and that items were presented for payment against insufficient balances, we have determined that the assessed overdraft fess are valid will remain.Your August 28, statement ( [redacted] ***) shows that since the beginning of 2015, we have assessed a total of $1,in overdraft fees and a total of $in returned item feesAs a courtesy, this year we have refunded a total of $in overdraft fees and total overdraft and returned item fee waivers of $Please note that no overdraft fess are assessed for paid items under $for your review, enclosed is our Personal Deposit Accounts Fee Schedule which is provided at account opening and on our website suntrust.comWe understand how frustrating it can be when a personal event impact your account and cause overdraftAs a suggestion, you may want to set up Overdraft Protection, whereby a protector account is linked to your transaction account to cover any shortfallsDetailed information, including any fees, about this service is found on our website suntrsut.comYou may also monitor your account by using our Online Banking service and received Email or Mobile Alerts when the balance gets too low or becomes overdrawnInstructions for signing up for these services are also found on our website and when using our Online Banking service