47th Place Carpet One Floor & Home

September 29, 2016 [redacted] 
[redacted] 
[redacted] Re: Credit Card Account ending in [redacted] Revdex.com serving Central Virginia (Revdex.com) Case [redacted] Dear Ms. [redacted]: 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 file. Thank you for notifying us of your concerns and providing us the opportunity to respond. Our records show this account was opened in your name only on June 30, 2015. Enclosed is a copy of the letter mailed to you on the same date that notified you of the application approval and the balance transfer. For this reason, we regret that we are unable to comply with your request to remove the reporting. If 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 877.789.6844. We will be glad to review any additional documentation you send us regarding this issue. Our records show that your account was closed with an owed balance of $8,272.99 on February 21, 2016. 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 purpose. However, 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, 2016 Page 2 Ms. [redacted], I understand this is not the resolution you are seeking from SunTrust. Should you have any questions, please contact our [redacted]. A representative will be glad to assist you . Sincerely, Seth A. M[redacted] Officer Client Advocacy Management Office

Re: Revdex.com Case# [redacted] Attached is the response that was mailed to the client. Please close this case on your records.

Dear [redacted],Please accept this letter on behalf of SunTrust Merchants
Services (“STMS”), in response to [redacted], complaint to the RevDex.com, dated August 26, 2015.Following our investigation into this matter, seemingly the
basis of your complaint concerning equipment and...

service fees assessed against
[redacted] STMS account.A review of your account determined that the equipment that
was purchased was not compatible with your cellular device. On July 15, 2015 a
credit got $34.80 was processed to your account. This refund was for shipping
and handling charges billed to April and 3 months of your monthly processing
fees. An additional refund in the amount of $43.50 has been processed and will
be posted to the checking account in file in the next 3-5 business days. This refund
it for the additional shipping charges and taxes assessed when replacements
were sent.To confirm, [redacted] does not wish to continue this
business relationship and the account was closed on June 26, 2015.I trust the foregoing adequately resolves your complaint. As
such we will close out file on this matter. If you should require additional clarification,
and or have questions regarding the above, please contact SunTrust Merchant
Services Customer service at [redacted].Best 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.
12/09/2016 - Still awaiting decision on the credit account. One call was made by rep telling me they needed more time. After a response from a [redacted] post, they clarified their procedures but this still doesn't account for why it has taken 3 months to get a response from them. Still highly unsatisfied with this bank. In Feb it will be two years that we've held this account. Until I get a decision this case should remain open.Regards,
[redacted]

Dear Mr. [redacted] : We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding our Online Banking with Bill Pay Service and the scheduled payment to your landlord that arrived late. I appreciate the opportunity to respond. When you visited suntrust.com...

to establish Online Banking with Bill Pay, you agreed to the Online Services Agreement (see Personal Banking~Banking -;:::t~Online Bill Pay--+Online Banking Service Agreement). In accordance with the terms and conditions of this Agreement (pages 9 through 11 enclosed), listed under (c) Bill Pay Service Guarantee, "The Provider will bear responsibility for any late payment related charges up to $50.00 per payment, should a payment post after its Due Date as long as the payment was scheduled in accordance with the guidelines described under "Bill Payment Scheduling" in the Agreement." Please keep in mind that, when scheduling payments, you must select a scheduled payment date that is no later than the actual due date reflected on your biller statement. Scheduled payment dates must be prior to any late date or grace period. When your landlord was contacted, he advised us that the actual due date for your rent payment is the first day of the month. You scheduled your rent payment for November 3, 2015, which was after the November 1, 2015 due date. For this reason, the bill pay guarantee is void in this instance. Based on this information, we respectfully deny a refund of late fees. Mr. [redacted], although this is not the resolution you are seeking, we hope the information provided is helpful to you. If we may be of further assistance, please do not hesitate to contact us via your Online Banking Profile, call 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. Our representatives will be glad to help you. Thank you for choosing SunTrust for your banking needs. Kathy B[redacted] OfficerClient Advocacy Team

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 would like it to show Suntrust mortgage has horrible procedures for refinancing especially for existing clients as a review with Revdex.com. I asked for a response from their leadership VP to personally respond acknowledging my complaint and what she plans to do to assure current and future customers experience is better. I also plan to send the board of directors my complaint that reflects poor management. No Suntrust current customer or future customer should be subjected to this. The branch I visited three days ago even said they hear nothing but complaints with Suntrust mortgage. This would be resolved with correspondence from the person I named in my first letter who oversees all of Suntrust mortgage. 
Regards,
[redacted]

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 received. · Please close this case on your records.

Dear [redacted]:We have received and reviewed your correspondence forwarded
to us from the Revdex.com regarding the repossession of the vehicle used to secure the
above referenced loan account. I appreciated the opportunity to speak with you
about your concerns and provide a response in writing.Our...

records indicate a letter dated May 24, 2016 from our Consumer
Default Department was sent to you advising of our rights to repossess the
collateral for the loan if the past due amount was not paid by June 9, 2016.We also sent a letter dated June 22, 2016 advising that we
had been attempting to contact you by phone; however, we were unsuccessful in
making contact. Consequently, the vehicle was repossessed due to non-payment,
as the recent payments you made were returned to SunTrust for insufficient
funds.When we spoke on June 29, 2016, it was stated that you
wanted to keep the vehicle. An inquiry to our Consumer Default Department
regarding catch up payments to keep the vehicle was made. Unfortunately,
because this was the second time the vehicle had been repossessed, we could only
accept the full account balance due in order to get the vehicle back. You were
advised of this decision when we spoke on June 30, 2016.[redacted], we regret any inconvenience this situation may
have caused. Should you have any questions, please contact our Consumer Default
Department at [redacted]. A representative will be glad to assist you.Sincerely,Kathy B[redacted]

Dear Ms. [redacted]: We have received and reviewed your correspondences forwarded to us from the Revdex.com and the CFPB regarding transactions from [redacted] and our reporting of the account referenced above on your credit file. Once again, I appreciate the opportunity to respond. As...

explained in my last response to you (copy enclosed), our records show that this account was closed on July 24, 2015 with an outstanding balance of $259.68 ($229.68 plus a $30.00 administrative fee). The·reporting is accurate, and the debt is currently being · collected by Regional Adjustment Bureau (RAB) on behalf of SunTrust. You also mentioned that transactions from [redacted] were sent to SunTrust in error, and we suggested that you contact [redacted] to resolve this issue. In your correspondence you stated you were promised refunds. As a courtesy, the branch representative you spoke with on July 2, 2015 refunded three $36.00 overdraft fees to your account (statement copies enclosed). I have spoken with a representative of our Demand Deposit Account (ODA) Recovery Department on your behalf. We are willing to accept a settlement of $148.35 ($37.02 true Joss plus $111.33 which represents half of the fees owed). Upon receipt of this payment, we will waive the remaining $111.33 balanc~ due and report your account as paid in full. Ms. [redacted], we hope the information provided is helpful to you. If you would like to make payment arrangements, please call our DOA Recovery Department at 866.390.6375 or visit any SunTrust branch. Our representatives will be glad to help you. Sincerely, Sherry R. F[redacted] Vice President Client Advocacy Office

Dear Ms. [redacted]:We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding your dispute claim ([redacted]). Your comments about the quality of service you received are 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 recognize that we did not meet these expectations in this situation. For that we sincerely apologize.The information you provided helps us to know where the emphasis for future training and process improvement efforts may be best utilized. We learn how and where we can improve from clients like you, taking the time to share your experiences. As stated in our January 18, 2017 letter (copy enclosed), a decision to honor your claim was made after further review. On January 17, 2017, we credited your account [redacted], which represents the difference between the disputed charges less the amount credited by the merchant on December 22, 2016 ([redacted]). We show the address we have on file for you is different than the one you provided to the Revdex.com. To update your address, you may access your Online Banking Profile or call 800.SUNTRUST (800.786.8787). Our representatives will be glad to help you.Ms. [redacted], your satisfaction is important to us, and we ask that you allow us the opportunity to regain your confidence. If you have any questions regarding your account, please do not hesitate to contact us. Thank you for banking with SunTrust.Sincerely,Seth ** M[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.
suntrust HAS MADE NO ATTEMPTS TO CONTACT ME BY PHONE OR EMAIL TO DISCUSS THE SITUATION WITH ME. THEY CLAIM THEY REVIEWED THE COMPLAINT AGAIN BASED ON NEW INFORMATION BUT THEY HAVE NOT CONTACTED ME ABOUT IT. THEY EMAILED ME A REBUTTAL FORM WHICH I MAILED TO THEM VIA USPS AFTER THEY SAID NEW INFO SO THEY CLEARLY LIED . SUNTRUST CLAIMS MY CLAIM WAS DENIED BECAUSE I HAD USED [redacted] BEFORE IS THE REASON FOR THE DENIAL WHICH SHOULD NOT MATTER AS I TOLD THEM WE HAD A FRIEND WHO STAYED WITH US WHO TOOK ADVANTAGE AND USED MY COMPUTER TO LOG IN TO [redacted] AND ORDER WHAT EVER HE WANTED. FUNNY THING IS THEY APPROVED SOME OF MY CLAIM BUT NOT ALL OF IT EVEN THOUGH IT WAS THE SAME PLACE SAME CHARGES SAME TIME FRAME. WHEN I FIRST FILED MY CLAIM SUNTRUST TOLD ME THEY WOULD BLOCK FURTHER ATTEMPTS FROM [redacted] TO PULL MONEY OUT OF MY ACCOUNT WHICH THEY DID NOT AS U CAN TELL FROM THE BANK STATEMENT THEY SUPPLIED YOU CAN SEE THE DATE OF THE PROVISIONAL CREDIT CLAIM. THERE IS MULTIPLE ATTEMPTS AFTER TO PULL MONEY FROM MY ACCOUNT WHICH THEY CLAIM I OWE $[redacted] IN OVER DRAFT FEES! WHY WOULD I OWE THEM $[redacted] IN FEES IF THEY WERE TO BLOCK THE ATTEMPTS BY [redacted]. I ASKED THEM TO SEND ME WHAT EVER THEY USED TO DECIDE THIS OUT COME AND THEY SENT ME NOTHING. THIS IS A EXAMPLE OF A BIG BANK WALKING ALL OVER A MIDDLE CLASS PERSON CLEARLY THERE IN THE WRONG AND I DO NOT ACCEPT THERE OFFER THE LAW CLEARLY STATES IM NOT LIABLE FOR ANY CHARGES I DID NOT APPROVE.     
Regards,
[redacted]

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding fees that were deducted from the above referenced cards. We appreciate the opportunity to respond . Our records reflect that the cards were ordered on November 11, 2013. As...

disclosed in the Terms & Conditions and Fee Schedule that were included with the gift cards, they are subject to inactivity and service call fees. An inactivity fee of $2.00 per month was charged to each of these cards beginning April 1, 2014 and continuing monthly until May 1, 2015. There were two purchases made on the card ending in [redacted], which depleted the balance to zero. There was one transaction made on the card ending in [redacted] on May 3, 2015, which depleted the balance to zero. These are gift cards and Regulation Z does not apply. The initial card load is considered a transaction for activity purposes, thus begins the inactivity timer. As a courtesy. we have refunded the inactivity fees of $28.00 to each card . The cards are now active. Ms. [redacted], if we may be of further assistance, please don't hesitate to call 800.SUNTRUST (800.786.8787). Our representatives will be glad to help you. Sincerely, 
[redacted] Assistant Vice President Client Advocacy Team

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 has done nothing to date to investigate claim, reps only state it is in process, no time frame for resolution.  I've been in contact with Coach, merchant involved in dispute, filed separate complaint in re. They state they are awaiting resolution with [redacted], which was used to pay for order. However, that case was closed by mistake and can not be reopened.  Coach rep(s) state they are awaiting response from [redacted], do not state if they will refund once [redacted] case is confirmed closed. Again, Suntrust has done nothing to investigate this to the best of  my knowledgeRegards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it...

before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. This business had my information since they mailed me a solicitation, yet refuse to tell me if they have removed me from their contact info, so thanks for that, and I will never do business with this company.
Regards,
[redacted]

We responded to Mr. [redacted] by letter on May 19, 2015. If you have any questions about our response, please contact Mr. [redacted]. Sincerely, [redacted] Vice President and Manager Executive Services

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

SunTrust has responded to our client but cannot share the response with the Revdex.com as no signed third party authorization was received. Please close this case on your records. Kathy B[redacted]Officer, Client Advocacy OfficeSunTrust BankTake a step toward financial confidence.Join the movement at...

onUp.com [redacted]
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[redacted]  [redacted]  LEGAL DISCLAIMER The information transmitted is intended solely for the individual or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of or taking action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you have received this email in error please contact the sender and delete the material from any computer. By replying to this e-mail, you consent to SunTrust's monitoring activities of all communication that occurs on SunTrust's systems. SunTrust is a federally registered service mark of SunTrust Banks, Inc.

Dear Ms. [redacted]: We have received and reviewed your correspondence foiwarded to us from the Revdex.com regarding the $300 promotional deposit for your above referenced account. We appreciate the opportunity to respond. The promotion you referenced was an In-Store-only offer, and all...

qualifying criteria and requirements had to be met in order to earn the reward. The criteria and requirements were published and displayed in the branch during the promotion which included language regarding the limit of one reward per household. Our records show that another member of your household applied for and received the offer prior to you. Therefore, we regret that we are unable to give the same reward to you. You also mention that you had written to SunTrust's Office of the President but had received no response. Our records indicate that a representative from that office left voicemails for you at [redacted] on May 11 and May 12, 2015. After receiving no return call, the representative mailed a letter to the address above requesting that you call him for information. Ms. Huang, we hope the information contained in this letter will alleviate any further concerns. If you have any questions please don't hesitate to call 800.SUNTRUST (800. 786.8787) or visit any SunTrust branch. Our representatives will be glad to help you. Thank you for banking with SunTrust. Sincerely, [redacted] Officer Client Advocacy Team

Revdex.com:
I have reviewed...

the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

no its not settled im more furious with them by the day they gave temp credit only to steal it back. I really want my money...

fixed. its costing me loans all sorts of problems. they keep telling me they will send documents I ask where are these documents . now since getting Revdex.com involved they are closing accounts. just shows you the bank im dealing with . maniuplating charges,false advertising  (zero liability) just return my 1800 and charges I occurred cause of it,fix the charges stimming from several charge manipulation incidents,once thats returned im more than happy to cut all ties with this so called financial institute. I mean customer service is so bad they cant tell me anything including deposit limits when asked. had several incidents where they say their investigators well if its their investigators how come I cant talk with them or see proof of these transactions being shipped. they dont have investigators. if you claim zero liability then honor it and return my funds.you are put on wait/hold in excess of hrs and they pass you along from so called supervisor to so called supervisor. laughing in background im so furious ive gave them almost 3 months for my money to be returned and they tell me have to appeal one more time which drags out few more weeks