47th Place Carpet One Floor & Home

Dear Ms***: We have received and reviewed your correspondence foiwarded to us from the Revdex.com regarding the $promotional deposit for your above referenced accountWe appreciate the opportunity to respondThe promotion you referenced was an In-Store-only offer, and all qualifying criteria and requirements had to be met in order to earn the rewardThe criteria and requirements were published and displayed in the branch during the promotion which included language regarding the limit of one reward per householdOur records show that another member of your household applied for and received the offer prior to youTherefore, we regret that we are unable to give the same reward to youYou also mention that you had written to SunTrust's Office of the President but had received no responseOur records indicate that a representative from that office left voicemails for you at [redacted] on May and May 12, After receiving no return call, the representative mailed a letter to the address above requesting that you call him for informationMsHuang, we hope the information contained in this letter will alleviate any further concernsIf you have any questions please don't hesitate to call 800.SUNTRUST (786.8787) or visit any SunTrust branchOur representatives will be glad to help youThank you for banking with SunTrustSincerely, [redacted] *** Officer 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 SunTrust bank has failed again! They did not contact me in a timely manner they did not contact me at all! they sent a reply to Revdex.com, stating they could not share the details of my case and that was a lieIn regards to my case, they never did contact me back or attempt to resolve my issueI contacted Diane Evans the person who was assigned to my case and attempted to reach her direct and was unable to elicit a response from her at this timeI am very frustrated and unhappy with their attempt to resolve this issueThis needs to be resolved or I will find a lawyer to handle my case Regards, [redacted] ***

Re: Auto Loan Account ending in *** Everyday Checking Account ending in *** RevDex.com (BBB) Case [redacted] Dear Ms. ***: We have received and reviewed your correspondence forwarded to us from the BBB regarding funds debited... from your checking account for loan payments and the payoff amount quoted for your loan account. We appreciate the opportunity to respond. We regret that you were not satisfied with the service you received when you contacted us about the duplicate payment. Please be assured your comments concerning this matter were forwarded to the appropriate management area. Our records reflect that, on April 26, 2015, we received your Online Banking payment in the amount of $1,248.40 that was applied to your loan as instructed. (Please note that SunTrust did not authorize debiting of the funds from your checking account.) On April 28, 2015, we received a request to reverse $624.20 of the payment and credit the funds back to your checking account. The funds were credited to your account on that same date. On May 15, 2015, we received a payoff check from [redacted] for $30,450; however, the check was returned because it was short $579.20. On May 20, 2015, payment was received in the amount of $30,457.83, which brought the account balance to zero. You requested reimbursement of $603.08 due to an incorrect payoff quote. We find no record of quoting a verbal payoff or sending a written payoff to you or to a third party. Therefore, we respectfully decline your request. Ms. ***, if we may be of further assistance, please don't hesitate to contact us via your Online Banking Profile, call us at 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] *** Assistant Vice President

Spoke with client on 10/12/and the issue has been resolved

December 22, [redacted] [redacted] [redacted] *** [redacted] *** Re: Loan Number: Property Address: [redacted] *** Case Numbers: [redacted] , [redacted] and [redacted] [redacted] Case Number: [redacted] Revdex.com Case Number: [redacted] Dear Mrand Mrs [redacted] : We have received and reviewed the correspondence that was forwarded to our office from the [redacted] (***), Revdex.com (Revdex.com) and [redacted] regarding the above referenced loanWe appreciate the opportunity to look into the issue raised and to provide a response to youAt SunTrust, we work hard to provide exceptional service to every client and regret any instance when we fall short of that goalOur records indicate that on August 24, 2016, we disbursed a tax payment to [redacted] in the amount of [redacted] When you contacted us to advise the tax office was still showing your taxes due, the original check was stoppedOn December 16, 2016, we reissued a check in the amount of [redacted] and the check was mailed via [redacted] (tracking [redacted] )We confirmed the payment was delivered on December 19, and the taxes are now paid in fullPlease be advised that SunTrust paid the penalty and interest amount of [redacted] This fee was not paid from your escrow accountWe apologize for any inconvenience this issue may have caused youMrand Mrs [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 a.mto p.mETSincerely, Kenya W*** 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] the response said they have made contact with me and cannot share with Revdex.com, this is not true only response was an email asking me to phone them which I have not as I want something in writing, I hereby authorise Suntrust to share the data sent to me with Revdex.com

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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I have not received any offer that I can see? I was contacted by Sun Trust but only to be informed my case was assigned to someone who would contact me That was the last I heard from them

Dear Mr [redacted] :We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding fees charged to your above referenced gift cardI appreciate the opportunity to respond.The disclosure provided at the purchase of a [redacted] Gift Card (copy enclosed), states that a “Monthly Inactivity Fee begins the fourth month following date of last activity and can reduce the card value to $prior to the stated expiration date”Our records indicate that the [redacted] Gift Card was activated on January 4, Activation is an activity and therefore, based on this information, we have determined the fees are validFor this reason, we respectfully decline your request to refund the feesMr [redacted] , although this may not be the answer you expected, I hope the information contained in this response addresses your concernsShould you have any additional questions regarding your gift card, please do not hesitate to call us at [redacted] A representative will be glad to assist you.Sincerely,Sherry [redacted] F*

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 am not satisfied with their resolution because the company's bill pay satisfaction guarantee stated that your payment will arrive on time The guarantee does not state anything about excluding mailed payments I think they need to take their misleading guarantee off their website or revise it to say what they explained to me in their explanation, and I quote "We are not responsible for delays caused by the [redacted] Your designated account will be debited when the check is presented for payment by the biller, which may occur before, on or after the scheduled delivery date" Regards, [redacted]

SunTrust has resolved this matter but cannot share the response with the Revdex.com as no signed third party authorization was received.Please close this case on your records

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

Re: Revdex.com complaint# [redacted] - [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

We have received and reviewed you correspondence forwarded to us from the CFPB and the Revdex.com regarding the closure of the above referenced accountWe appreciate the opportunity to respond.You indicated that a check you deposited by mobile deposit caused your account to be closedOur records reflect that, on April 13, 2015, the [redacted] mobile check deposit for $was credited to the accountYour account was new (opened April 9, 2015) and there was no maker contact information provided on the check to verify the fundsThe only comparable item we had on file was another deposit that consisted of cash and a payroll check for $39.41.Based on the above information, a business decision was made to close the accountThis is further explained on page ( [redacted] ) of our Rules and regulations for Deposit Accounts which is provided at account opening and on our website [redacted] .We send the funds from the account closing balance to you, but that check was returned because you had not included your apartment number with your address when you open your accountOn May 28, 2015, the check was mailed to you again with the correct addressYou may take the c heck, which you should have received by now, to any SunTrust branch and provide identification to cash the check[redacted] if you have not received your check, or if you have additional concerns, please contact us at [redacted] One of our representatives will be glad to assist youWe wish you well in your future endeavors[redacted]

Dear [redacted] and [redacted] :This letter is regarding to the correspondence that was forwarded to our office from the Revdex.com (Revdex.com) regarding the above referenced loanWe appreciate the opportunity to look into the issues raised and to provide a response to you.Our records reflect the primary borrower ( [redacted] ***) on the loan did not file bankruptcy; instead, the co-borrower ( [redacted] ***) filed Chapter BankruptcyPlease understand that when anyone on the loan or deed files bankruptcy, the loan is set up on our Bankruptcy Department for monitoringThe chapter bankruptcy case was closed in the bankruptcy court on April 10, and the account was removed from the Bankruptcy Department on April 16, 2013.On October 1, 2013, the servicing rights of the account were transferred to [redacted] ***When the loan was transferred to the new servicer the account was not active in bankruptcyIf you should have any questions concerning your account after October 1, 2013, please call [redacted] at [redacted] Monday through Friday from 5pm to 8pm Pacific time.ON September 8, 2015, we submitted an update to the four credit major credit reporting agencies to reflect the loan was current at the time of the service transfer on October 1, We also send an update to the credit reporting agencies to remove any bankruptcy reporting for [redacted] that was submitted by SunTrust Mortgage, IncAn update was also submitted to report [redacted] as Chapter Bankruptcy reaffirmedIf you have any questions regarding this letter, you may contact our Mortgage Escalations Resolutions team at [redacted] Monday through Friday from 8am to 6pmET.Sincerely, [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 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: [redacted] Regards, [redacted] Customer contacted Revdex.com and said that this complaint has been resolved

Dear Mr [redacted] :We have received and reviewed correspondences forwarded to us from the Revdex.com and FRB regarding fraudulent activity on the above referenced accountWe were recently informed that these complaints were filed in your name by your father Mr [redacted] [redacted] Ill Because we do not have your authorization to speak with Mr [redacted] Ill about your personal and account information, we are responding directly to you The following three claims were filed for unauthorized debit card transactions that occurred on your checking account.• Fraud Claim was filed for a July 24, debit card purchase from RI FLA for $This was a merchant dispute and not a true fraud claimThe dispute was resolved when the merchant credited your account $on July 27, These transactions are reflected on your [redacted] July 27, statement.• Fraud Claim was filed for two debit card purchases at [redacted] totaling $(August 25, for $and August 26, for $8.00)We paid these transactions on August 28, 2015, and the credit is reflected on your September 24, statement (copy [redacted] )• Fraud claim was filed for unauthorized transactions that were debited between August and 26, totaling $Our Fraud Management team reviewed the transactions again and determined the transactions were fraudulentTherefore, a final credit of $was issued to your account on November 6, This credit will be reflected on your next statementRegarding your account, if you would like us to discuss and release account information to someone other than yourself, please provide notarized written authorization naming a designated person and the last four digits of their Social Security numberYou may fax this to my attention at [redacted] It is Sun Trust's policy to offer its banking products and services, including credit products, to any qualified applicant in a responsible and nondiscriminatory manner, and in compliance with all applicable Fair Banking and Consumer Protection LawsSunTrust is committed to fairly representing its products and services and honestly and transparently disclosing the associated costs and feesOur goal is to provide value to our clients, protect their interests, and assist them in selecting the products or services that meet their needsTo that end, we scrutinize our disclosures to ensure that they are clear and understandable; verify that information provided to our clients is complete and accurate; and listen to our clients' expressed needsWe provide comprehensive training to our employees and perform ongoing monitoring to ensure compliance with Consumer Protection Laws and Regulations We take allegations of unfair, deceptive, or abusive acts and practices seriously and do not tolerate these actions from any employeeMr [redacted] , I hope this information is helpful to you Should you have any additional questions regarding your account, please do not hesitate to contact 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 needsSincerely [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 This resolution is unacceptableClearly, in your response you outline that I made two attempts to close the account over the phone and then in person at the branchPlacing 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 SuntrustIn addition why was the payment processed when there was a 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 haveI will satisfy the debt to protect my credit from SunTrust’s inability to recognize when they are at faultI 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

We have received and reviewed you correspondence forwarded to us from the Revdex.com regarding unauthorized transactions that occurred on the above referenced accountWe appreciate the opportunity to respond.At account opening, clients are provided with SunTrust’s Rules and regulations for Deposit Accounts, which is also available on our website suntrust.comIn accordance with page and of these Rules (***) you must dispute any electronic charges to us in writing within “days after we send you the FIRST statement on which the program or error appeared.” Otherwise, SunTrust will not be liable for any charges or associated fees that you report to us after the day time frame as “unauthorized.”Our records show that you contracted us on July 13, to report there had been two unauthorized transactions from [redacted] that occurred on December 29, and June 30, for $for one transaction due to the amount of time that had elapsed from the date of the first unauthorized transaction However, after a second review, we credited the remaining $amount to your accountWe notified you in our letter ( [redacted] ***) dated August 3, of this final creditOn July 27, we refunded $in overdraft fees to your account.The account is currently overdrawnBecause if this, we ask that you please make a deposit as soon as possible to bring the account to a positive or zero balanceDoing so may prevent the account from being closed with an owed balance and reported to various consumer reporting agencies[redacted] ***, we hope the information provided is helpful toy ouIf you have any questions or need assistance, please do not hesitate to contact us via your online Banking Profile, call us at [redacted] or visit any SunTrust branch

Dear Ms***: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the reversal of a credit for a fraud claim and overdraft fees on the above referenced accountThank you for sharing your concerns and providing us theopportunity to respond.Our records indicate that you contacted our Fraud Assistance Center on December 15, to establish a fraud claim for $Your account was credited for $on December 17, (copy enclosed)Because your account was also credited by the merchant, [redacted] , on December 21, 2015, the duplicate credit was reversed on December.22, and a letter was mailed to you on the same day (copy enclosed)Your account was credited $in fees on January 5, as a courtesyThis refund included three $overdraft fees assessed to your account on December 22, as well as the extendedoverdraft fee that posted to your account on December 29, I have enclosed statement copies for your reviewYour comments about your experience are very important to us and were shared with the appropriate managementThe information you provided helps us to know where the emphasis for future training and process improvement efforts should be placedMs***, we hope the information contained in this letter will alleviate any further concernsIf you have any questions or need further assistance regarding your fraud claim, please contact our Fraud Assistance Center at .'A representative will be glad to help youThank you for banking with SunTrustSincerely, Kathy [redacted] Officer Client Advocacy Team