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47th Place Carpet One Floor & Home Reviews (757)

Dear Mr. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding SunTrust's decision to decline the clalm referenced above. I appreciate the opportunity to respond . We have researched your case again based on the information you provided ....

Following this review, our decision to decline the case has been reversed, as explained in the March 15, 2016 letter from our Fraud Assistance Center (copy enclosed). Your account was credited $100 on March 14, 2016 (statement copy enclosed) . Your comments regarding this matter are important to us and were shared with the appropriate management area. SunTrust strives to provide exceptional service with each and every client Interaction, and I regret that we did not fully deliver on that this time. Mr. [redacted], your satlsfactlon Is important to us, and we ask that you allow us the opportunity to regain your confidence. Should you have any 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 branch . A representative wlll be glad to assist you . Thank you for banking with SunTrust. Sincerely, Kathy B[redacted] Officer Client Advocacy Office

[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. If the company does not perform as promised I can get back to you at: [redacted].
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.

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 30 days” long statement periods. In 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 covers. Furthermore, 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 2015 and 2016 for each account. By doing this, SunTrust makes the closing dates of its statement periods unpredictable. E.g., between 11/2015 and 12/2016, for one of my accounts  the statements included 33, 28, 30, 33, 29, 33, 30, 29, 32, 30, 28, 34, 29 and 32 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, 12/09 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, 28 and 32 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, 12/14 and 11/16).”I don’t understand why SunTrust defends against claims I never made. I never said that SunTrust’s lengths of statement periods were illegal. What 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 fee. SunTrust does not apply the same criterion—10 transactions per more or less 30 days—to the customers. It exacts a maintenance fee even if the customer does make the required 10 transactions in about 30 days, if it decides to cut the statement period shorter and thus exclude some eligible transactions.   I have two checking accounts. For the same month, one had a statement period of 33 days, the other, 29 days. SunTrust gave me no explanation for the discrepancy.  For the second account, the statement period could have been 33, or 32, or 31 or 30 days long, and still in compliance with the law cited by Mr. L[redacted]. 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 29 days, I would have had the required 10 transactions within the statement period. Of course, I am not alleging that SunTrust closed the statement period at 29 days instead of 30 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 10 transactions in any given statement period: the accountholder has to pay a maintenance fee. There 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 rules. Matters 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 other. Either 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 5 message and my Revdex.com complaint, I understood these rules. What I do not understand is how a customer could reasonably comply with the 10 transactions per statement period rule if he has no way to know when the statement period would end. I requested an explanation of how the statement periods are delimited, so that similar problems could be avoided in the future. SunTrust ignored my request, just as it ignored my January 5 message concerning this problem and other issues of the day. If 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 page. SunTrust refunded the maintenance fee, grudgingly, “as a matter of courtesy”, and not as a matter of basic fairness. But at least the monetary side of my complaint has been resolved. I appreciate that.This is a type of checking account that is used primarily, if not exclusively, by low-income people, such as retirees, for example. Since 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 paying. Having 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]

Attached is the response that was mailed to the client. Please close this case on your records.  [redacted]
[redacted]
[redacted]

Re: [redacted] This case was resolved by phone, there is no letter. The fraud claim was resolved to Ms. [redacted]'s satisfaction. Attached is the response that was mailed to the client. Please 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.
This resolution is unacceptable. Clearly, in your response you outline that I made two attempts to close the account over the phone and then in person at the branch. Placing the responsibility back on myself for not calling back the next day indicates a poor policy and or an inability to take ownership of an error created by Suntrust. In addition why was the payment processed when there was a 0 balance and the account was pending closure, this is further evidence that either the company has a poor policy or Suntrust did not do what they should have. I will satisfy the debt to protect my credit from SunTrust’s inability to recognize when they are at fault. I am sure it will be of no concern you and your organization to offset this I will be sharing my experience discouraging future and existing customers.

[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. If the company does not perform as promised I can get back to you at: [email protected].
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 lodged a complaint with you about Suntrust Bank. They have told you that this is resolved, because they have contacted me. That is not true. Yes, they contacted me on 11/22/16 at 4:27pm CST. I did not hear my phone ring, but a man named Seth M[redacted] left me a voicemail stating I could call him back between the hours of 8:30am and 4:30pm CST. Well obviously by the time I heard the voicemail, he was gone for the day, and the following day was Thanksgiving. I have called back three times since then, and each time it has gone directly to his voicemail stating he is unavailable. The first time I left him a voicemail letting him know I was returning his call, and he could call me back. I also said I would try calling him back. I have had no success getting in touch with him, so still the company has not helped or shed any light on the accounts opened in my name. Another person had called me from Suntrust. I assume their call was prompted from my initial call into Suntrust when I stated they had accounts in my name that I hadn't opened. They'd forwarded my concern on to their fraud department. I have called that person back twice, and all I get is voicemail as well. Please advise what my next step is that will allow me to find out how/why this company has accounts opened in my name and SSN.Thank you
Regards,
[redacted]

Below is the response that was provided to the client over the phone. On 8/21/2017 SunTrust called Mr. [redacted] and informed our fraud department is still researching the account opened in his name and that [redacted] has been filed. Once the investigation is over our fraud...

department will respond with a letter under separate cover. I asked the client if he had any other concerns and he said other than this and a completely separate fraud transaction between [redacted] and [redacted] there is nothing else. Please close this case on your records. Thomas F[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.
Considering that this was the result of unauthorized transactions, to ruin my Chexsystems file for unauthorized activity is not acceptable. I will only accept a settlement that removes the record COMPLETELY from my file. I will not accept an update of paid in full, no matter how much you deduct from the amount. I will only accept a complete removal. At this point, it is in Suntrust's best interest to accept the amount $148.35 and delete the record or they can get nothing at all and leave the record there. The blemish doesn't hurt me financially in the long run. It's an annoying blemish that just shouldn't be there. It would be Suntrust's loss if they continue to hold onto this report as my next step will surely be a lawsuit to both Suntrust and Chexsystems.
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.]
Regards,
[redacted]
Hi [redacted],Thank you for speaking with me on this matter with Sun Trust. I have attached the letter they sent to me on 09/25/15, it looks like the same letter they sent you. I sent all the documentation that [redacted] requested within the the time frame requested, but never heard back from him by phone, email or letter. This letter states they are attempting to pursue my claim this is the same thing they have been telling me every since I filed the claim on 03/24/15, and I still haven't received a resolution yet. [redacted] has never reached out to me to try to resolve this issue. I would appreciate it if you would keep my case open until I receive a resolution to this matter. If you need any more information or need to contact me please reach out to me by email [redacted] or by phone [redacted] Once again, thanks in advance for your assistance with this matter.Thank you,[redacted]

September 27, 2016 [redacted] Re: Loan Number: [redacted] Property Address: [redacted] Case Numbers: [redacted] and [redacted] Revdex.com Case Number: [redacted]...

Complaint Number: complaint-[redacted] Dear Mr. and Mrs. [redacted]: We have received and reviewed the correspondence that was forwarded to our office from the Revdex.com (Revdex.com) and the [redacted]) regarding the above referenced account. We appreciate the opportunity to look into the issue raised and to provide a response to you . Our records reflect that your account closed in August 2014. The enclosed Servicing Disclosure Statement that you signed at closing, informed you that during the servicing of your account it could be assigned, sold, or transferred to another servicer while the loan has an outstanding balance. On June 1, 2016, SunTrust Mortgage, Inc. (SunTrust) purchased your account from [redacted]. Enclosed is a copy of the SunTrust Welcome letter. We have reviewed the enclosed payment history we received from [redacted] and determined your account was transferred with the correct outstanding principal balance of $162,697.34 and escrow balance of $226.69. We have also enclosed your SunTrust payment history. On June 10, 2016, we received and posted $2, 100.00 as the June 2016 payment of $2,091 .82 and a principal payment of $8.18. On June 17, 2016, you were sent the enclosed Mortgage Account Statement showing the application of the payments and the next payment being due on July 1, 2016. On July 12, 2016, we received and posted $2, 100.00 as the June 2016 payment of $2,091.82 and a principal payment of $8.18. On July 19, 2016, you were sent the enclosed Mortgage Account Statement showing the application of the payments and advised that the next payment was due on August 1, 2016. On July 26, 2016, your account was analyzed and it was determined you had a surplus of $493.56. A SunTrust check for $493.56 was attached to the bottom of the enclosed Initial Escrow Account Disclosure Statement. Effective October 1, 2016, your monthly payment changed to $2,091.50. On August 12, 2016, the enclosed Mortgage Account Statement was sent to you . Based on the new billing statement cycle, the billing statement was produced prior to the receipt of your August 1, 2016 payment. The billing statement reflected the loan was due for August 2016 and provided you information on the next payment due in September 2016. On August 15, 2016 we received and posted the August 2016 payment of $2,091 .82 and a principal payment of $8.18. On August 17, 2016, you were sent the enclosed letter informing you that we updated our records so that you can receive both paper and electric statements. SunTrust Bank, Member FDIC. [redacted] Lorral A. [redacted] September 27, 2016 Page 2 On September 8, 2016, a Mortgage Account Statement was sent to you prior to the posting of your September 1, 2016 payment. The enclosed billing statement showed that the account was due for the September 2016 payment with the next payment being due in October 2016. On September 9, 2016, we received and posted the September 2016 payment of $2,091 .82 and a principal payment of $8.18. Please be advised that you may review your current mortgage account information anytime through our [redacted] at: [redacted]. Our records show that you have paid as agreed and no late fees has been assessed to the account. As of the date of this letter, the next payment is due on October 1, 2016. We are sorry to learn that you believed that SunTrust employees may have engaged in unprofessional and discourteous behavior. We certainly apologize if you were left with an unpleasant experience. If you should have any questions regarding the servicing of the account, please contact the Client Services Department at 800.634.7928 Monday through Friday from 8 a.m. to 8 p.m. or Saturday from 9 a.m. to 3 p.m. ,ET. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m ., ET. Sincerely, Wanda H[redacted] Officer Mortgage Escalations Resolution Team

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding SunTrust’s decision to decline the...

claim
referenced above. I appreciate the opportunity to respond.We have
researched your case once more based on the additional information you
provided. Following this review, however, our decision to decline the claim, as
explained in the January 13, 2017 letter from our Fraud Assistance Center (copy
enclosed), remains unchanged. On June 9, 2017 a Rebuttal Form was sent to
you to complete and return to us. Upon completion of the rebuttal process, you
will receive a written response from our Fraud Assistance Center.On February
24, 2017, due to a negative balance for an extended period, the account was
closed in overdraft with an amount owed to SunTrust of $[redacted]. This amount
represents $[redacted] for purchases, $[redacted] in overdraft and returned item fees and a
$**.00 account closed in overdraft fee (statement copies enclosed). Currently,
the account is being handled by the collection agency Convergent. They can be
reached at [redacted] to discuss any settlement or payment options.Mr. [redacted], I
understand this is not the resolution you are seeking from SunTrust and regret
any difficulty this situation may cause. Should you have any questions
regarding this claim, please call our Fraud Assistance Center at [redacted].
A representative will be glad to speak with you. Sincerely,

Dear [redacted]:We have received and reviewed your correspondence forwarded
to us from the Revdex.com regarding the presentment and posting of your $340 payment
to the account referenced above. Thank you for taking the time to speak with me
about this matter. I appreciate the opportunity to respond.Our...

records shows that, on September 11, 2015, items
totaling $350 ($340 to [redacted] and $10.00 to [redacted]) were presented for payment against
an available balance of $154.81 in your account. Given that there were not
enough funds to cover the $340 payment on September 16, 2015. In addition, as a
courtesy, we refund the $36.00 returned item fee you were assessed on September
11, 2015 (see the [redacted] September 22, 2015 account statement).[redacted], I hope the information provided is helpful.
Should you have any questions regarding your accounts, please do not hesitate to
contact us via your Online Banking Profile, call us at [redacted] or visit any
SunTrust branch. A representative will be glad to assist you.Thank you for choosing SunTrust for your financial needs.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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I have not received any response from the company

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.]The letter indicates they responded to my attorney on June 23, 2015 after the bankruptcy was filed. Not once was any contact made to me in writing indicating they had not heard from me or my Attorney to see if I was in fact interest in the reaffirmation. They also show an email that was dated on May 26, 2016 concerning me having difficulties with my payments if my payments were voluntarily why are you asking for a payment on a vehicle that was paid off or forgiven in bankruptcy. Also I turned over the vehicle because I found out that it was included in the bankruptcy when I was not aware of because my payments were current at the time I filed bankruptcy once I found out a week or two prior to me receiving the notice to cure I contacted SunTrust and asked the question concerning not receiving an offer of reaffirmation and the SunTrust employee never once indicated that an offer was sent to my bankruptcy attorney. She could not provide me a response.   
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, 2013.  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 mortgage. I 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, 2013.  According to Suntrust response, they just submitted and updated to the credit agencies on September 8, 2015 after I file a complaint on Sept 2, 2015.  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 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]. Having been in a hospital and having large medical bills at the time of my default was a factor. I let SunTrust know at the time of the default but was greeted with a ton of paperwork to fill out which went no where positive. I had to have the resolution soon. Thanks Revdex.com!
Regards,
[redacted]

Re: Student Checking Account ending in [redacted] Revdex.com (Revdex.com) Case [redacted] Dear Ms. [redacted]: We have received and reviewed your correspondence foiwarded to us from the Revdex.com regarding SunTrust's decision to close your account referenced above. Your comments are...

very important to us and were shared with the appropriate management team. I appreciate the opportunity to respond. SunTrust strives to provide exceptional service with each and every client interaction and we understand that we did not meet these expectations in this situation. For that we apologize. The information you provided helps us to know where emphasis for future training and process improvement efforts should be placed. We learn how and where we can improve from clients like you, taking the time to share your experiences. The decision. to close this account was a business decision made by SunTrust, as explained in the November 19, 2015 letter from Fraud Risk Management (copy enclosed). We have reviewed this matter again, and our position remains the same. A check (copy enclosed) that you deposited on November 10, 2015, for $2,950 was returned from [redacted] as unable to locate account. On the same date, your account was assessed a $12.50 Deposited Item Returned Fee. In addition, because there were not sufficient available funds in the account when the check was returned, your account was assessed a $36.00 overdraft fee. You will receive under separate cover a check for $36.00 for the fee that was assessed. Check 16527113 for $377 .58 was mailed on November-23, 2015 to the address of record . This amount represents the balance that was in your account on November 19, 2015 (statement copy enclosed). Ms. [redacted], should you have any other questions, please call Fraud Risk Management at 800.447.8994. A representative will be glad to help you . Sincerely, Diane E[redacted]

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Address: 4139 Hamilton Avenue, Madera, California, United States, 45223

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