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Dear Ms [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 May 12, Upon receipt of the signed authorization form, we will gladly share a copy of our response with your officeThank you for contacting SunTrustSincerely, Kewanna C*** Officer Mortgage Escalations Resolution 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.comI 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 betterI also plan to send the board of directors my complaint that reflects poor managementNo Suntrust current customer or future customer should be subjected to thisThe branch I visited three days ago even said they hear nothing but complaints with Suntrust mortgageThis would be resolved with correspondence from the person I named in my first letter who oversees all of Suntrust mortgage 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 Suntrust has not attempted to return my callI contacted Suntrust regards to the case but I have yet to have a phone call, email, or personnel message sent via online bankingI do not consider this case close, and I am stilling waiting on a resolution from SunTrustThank you Regards, [redacted] ***

Re: Revdex.com complaint# [redacted] SunTtust 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

Dear Mr [redacted] : We have received and reviewed your correspondence .forwarded to us from the Revdex.com regarding $that was debited from your above referenced accountI appreciate the opportunity to respondOur records reflect that on November 28, 2015, we established Case [redacted] for transactions that you disputed totaling $On December 3, 2015, we credited your account $(statement copy enclosed) for the disputed transactionsOn December and December 21, 2015, we received credits from [redacted] and credited your account $on each date (statement copy enclosed)You have now received $credit for the dispute in the amount of $Because you were notified that we would debit $from your account on January 11, 2016, we have determined that the assessed overdraft fees are valid and will need to remain Mr [redacted] , I understand this is not the resolution you were seeking from SunTrust and regret .any difficulty this situation may have causedShould you have any questions regarding this case, please call our Fraud Assistance Center at A representative will be glad to speak with youSincerely, Diane *** Assistant Vice President Client Advocacy Team Enclosures

September 28, Revdex.com Serving Central Virginia, IncAttn: [redacted] *** Moorefield Park Dr., Ste Richmond, VA Re: Borrower's Name: [redacted] *** Case Number: [redacted] Revdex.com Case#: [redacted] Dear Ms***: We received your correspondence regarding the above referenced caseHowever, you did not include a signed authorization form from Mr***Therefore, we are unable to provide you with a copy of our response to Mr [redacted] dated September 28, Upon receipt of the signed authorization form, we will gladly share a copy of our response with your officeMs***, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted] , Monday through Friday from a.mto p.m., ETSincerely, Wanda H*** Officer Mortgage Escalations Resolution Team

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

Dear [redacted] ***,Please accept this letter on behalf of SunTrust Merchants Services (“STMS”), in response to [redacted] ***, complaint to the Better Business Bureau, 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 deviceOn July 15, a credit got $was processed to your accountThis refund was for shipping and handling charges billed to April and months of your monthly processing feesAn additional refund in the amount of $has been processed and will be posted to the checking account in file in the next 3-business daysThis 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 complaintAs such we will close out file on this matterIf 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 [I have not receive an offer on Revdex.com, my email nor has anyone contacted meSo nothing was offered.] Regards, [redacted] ***

Re [redacted] Revdex.com Case [redacted] We have responded to [redacted] by letter on June 16, If you have any questions about our response, please contact [redacted] ***.Sincerely, [redacted]

September 30, [redacted] [redacted] [redacted] Re: Interest Checking Account ending inRevdex.com (Revdex.com) Case [redacted] Dear Mr [redacted] :We 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 cause and appreciate the opportunity to respond.Our records show that, on July through July 18, 2016, the account was assessed eight $overdraft fees totaling $when debits totaling $paid against an available balance of $We do not assess an overdraft fee when items for less than $are paidBecause you opted in for Overdraft Coverage, the account continued to have debit activity with some items being paid and fees assessed until the account became positive on August 1, when a Direct Deposit for $1,was credited.We have determined the fees assessed to your account are valid and will remainHowever, as a courtesy, $was refunded on September 12, Because there was no bank error, we respectfully decline your request for additional fee refundsI have enclosed statement copies for your reviewSunTrust acts in accordance with all State and Federal laws and regulations and denies the allegations of wrong doing.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 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.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 website (see Menu-Personal Checking Accounts-Features and Benefits-Overdraft Services)Instructions for signing up for Overdraft Protection and setting up email or mobile alerts are also found on our website [redacted] September 30, 2016Page 2Mr [redacted] , 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 (800.786.8787)A representative will be glad to assist you.Sincerely,Kathy B***

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

Dear [redacted] ***:We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding alleged unauthorized transactions on your above accountI appreciate the opportunity to respond.Your comments about the level of service you received from our representatives are very important to us and were shared with the appropriate managementI understand this has been a frustrating situations for you, and I apologize for the concern and any inconvenience causedOur records show that on July 17, an ATM cash withdrawal of $and two non-SunTrust ATM fees totaling $($each) were debited from your Everyday Checking AccountYou notified us on July 19, that you did not make these ATM cash withdrawals because you lost your ATM card and PIN prior to the withdrawals being madeA claim, Case ***, was established for investigations.On July 20, there was one pending ATM cash withdrawal of $from July 19, and three non-SunTrust feels totaling $($2.50) that were debited from your accountYou withdrew the remaining balance of $on July 31, to close the accountThese transactions are reflected on your August 12, statement (enclosed)Because the withdrawals were made using your PIN the case was denied.We reviewed your case again and based on the information you provided and that they withdrawals were made using your PIN, the case was denied as explained in the July 31,letter from our Fraud Assistance Center ( [redacted] )Our records reflect that on August 25, we received copies of the police reports and referred them to our fraud department for reviewThe fraud department will notify you of their decision after completion of their investigation [redacted] we hope the information contained in their letter will alleviate any further concerns, if you have any questions or need further assistance, please contact our Fraud Department at [redacted] and a representative will be glad to help youThank you for banking with SunTrust.Sincerely, [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 I have not spoken to Diane Evans or anyone else from Suntrust bankI received a voicemail about weeks ago stating that someone from Suntrust would be calling me within daysI never got a call from Suntrust bankI am offended that Diane sent you a cover letter stating this matter has been taken care of when I never received an offer from themDiane Evan's correspondence is a blatant lie! There are plenty of other banks that I can entrust with my money if this is how Suntrus chooses to treat it's customersWe have had pRobles with them from the beginning and it doesn't look like they want to treat us any betterIf I don't get a response from them by the end of June, I will go to another bank [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***

Dear Ms [redacted] : We received your correspondence regarding the above referenced caseHowever, you did not include a signed authorization form from Mr [redacted] Therefore, we are unable to provide you with a copy of our response to Mr [redacted] dated May 3, Upon receipt of the signed authorization form, we will gladly share a copy of our response with your officeMs [redacted] , if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from B a.mto p.m., ETSincerely, Wanda H*** Officer Mortgage Escalations Resolution 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.] Regards, [redacted] I am in receipt of SunTrust’s reply to my complaint (ID [redacted] ).SunTrust asserts that it “adheres to all state and federal regulations” when using “approximately days” long statement periodsIn fact, what I said in my January 5th message and also in my Revdex.com complaint was: “I don’t understand why SunTrust uses these haphazard numbers instead of the number of days in the month the statement coversFurthermore, the numbers of days per statement are not the same, whether I compare my two accounts in the same month, or the same month of and for each accountBy doing this, SunTrust makes the closing dates of its statement periods unpredictableE.g., between 11/and 12/2016, for one of my accounts the statements included 33, 28, 30, 33, 29, 33, 30, 29, 32, 30, 28, 34, and days (on dates 12/12, 11/09, 10/12, 9/12, 8/10, 7/12, 6/09, 5/10, 4/11, 3/10, 2/09, 1/12, 12/and 11/10), while for my other account, during the same time period, the statements covered 29, 29, 32, 30, 33, 29, 62, 29, 33, 28, 32, and days (on dates 12/14, 11/15, 10/17, 9/15, 8/16, 7/14, 6/15, 4/14, 3/16, 2/12, 1/15, 12/and 11/16).”I don’t understand why SunTrust defends against claims I never madeI never said that SunTrust’s lengths of statement periods were illegalWhat I said and am saying is that the customer cannot predict the length of the statement period, therefore he can’t prevent being charged a maintenance feeSunTrust does not apply the same criterion—transactions per more or less days—to the customersIt exacts a maintenance fee even if the customer does make the required transactions in about days, if it decides to cut the statement period shorter and thus exclude some eligible transactions I have two checking accountsFor the same month, one had a statement period of days, the other, daysSunTrust gave me no explanation for the discrepancy For the second account, the statement period could have been 33, or 32, or or days long, and still in compliance with the law cited by MrL***So why not any of those numbers? The fact needs to be mentioned here that the 10th transaction required for the maintenance-fee-free status was SCHEDULED for the 30th day, so, had SunTrust not decided to close the statement period at days, I would have had the required transactions within the statement periodOf course, I am not alleging that SunTrust closed the statement period at days instead of on purpose, so that it can charge me, though the facts are not inconsistent with such an interpretation.There is a penalty for failing to make transactions in any given statement period: the accountholder has to pay a maintenance feeThere is a universal principle of fairness: one can’t be held to rules that are not clearly stated, because in such cases a person wishing to comply still risks unwittingly violating the rulesMatters are much worse if the party that can change the parameters at will, unbeknownst to the other party, in fact benefits, like SunTrust does, from the rules being violated by the otherEither SunTrust is unfamiliar with this principle, or it doesn’t seem to think it should influence its practices.SunTrust explained the rules pertaining to accounts of the type that I have, ignoring the fact that, as it could be seen from my January message and my Revdex.com complaint, I understood these rulesWhat I do not understand is how a customer could reasonably comply with the transactions per statement period rule if he has no way to know when the statement period would endI requested an explanation of how the statement periods are delimited, so that similar problems could be avoided in the futureSunTrust ignored my request, just as it ignored my January message concerning this problem and other issues of the dayIf the closing dates are posted online, as they should be, I would like to be given the address, because I failed to find any such pageSunTrust refunded the maintenance fee, grudgingly, “as a matter of courtesy”, and not as a matter of basic fairnessBut at least the monetary side of my complaint has been resolvedI appreciate that.This is a type of checking account that is used primarily, if not exclusively, by low-income people, such as retirees, for exampleSince SunTrust is not disclosing the way to predict the next statement closing date, I fear that, with SunTrust’s arbitrary, inconsistent and flexible ways to delimit statement periods, many other low-income people—the population for which even the amount of the maintenance fee makes a difference--will end up payingHaving stated my concerns about SunTrust’s practice that disproportionately affects the economically disadvantaged, including senior citizens on a limited income, I consider this matter closed.Finally, I wish to thank Revdex.com for its assistance with this controversy.Sincerely, [redacted] ***

Dear Ms [redacted] : We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding overdraft fees assessed to your above referenced accountI appreciate the opportunity to respondSunTrust strives to provide exceptional service with each and every client interaction, and we understand that we did not meet these expectations in this situationFor that we apologizeThe information you provided helps us to know where emphasis for future training and process improvement efforts should be placedWe learn how and where we can improve from clients like you, taking the time to share your experiencesOur records reflect that, on February 9, 2016, during the time period you stated that you attempted to make a deposit, there were no reported issues with the ATMAs a courtesy, we refunded $in overdraft fees that you incurred because you were unable to make a depositI understand that you were told with proof of the error message that you received, we would be able to refund an additional $Since we have not received a copy of the error message, we respectfully decline your request for additional refundsIn order to decrease the chances of overdraft fees, please visit suntrust.com, where you will find helpful tips on how to manage your account and avoid fees (see Banking-Overview Guides and Disclosures-+ The 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 alertsYou 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 website (see Personal Banking-+Checking Account Features-+ Overdraft Services)Instructions for signing up for Overdraft Protection and setting up email or mobile alerts are also found on our.websiteMs [redacted] , 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, call us at 800.SUNTRUST (800.786.8787) or visit any SunTrust branchA representative will be glad to assist youSincerely, Diane *** Assistant Vice President Client Advocacy 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.This has not been resolvedSuntrust contacted me and said a response would be given to us by February 14th, As of today's date, nothing has changedThe charge from [redacted] has not been refundedNor have we heard anything from Suntrust in over a week Regards, [redacted]

Re: Revdex.com complaint [redacted] We have responded to [redacted] by telephone and all issues were resolved:As he requested, we reset his minimum monthly payment amount to $66.00.Late fees were refunded.We reset and activated his Online Banking Profile

[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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted]