SunTrust Mortgage

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Suntrust is no honoring what I was told several times I paid extra on he mortgage because they told me to in order to have the *** removed They should at minimum offer a free refinance to get the *** taken off An apology is not a satisfactory response for an issue that is costing me $** plus a month.
Regards,
*** ***

January 3, 2017 Revdex.com Serving Central Virginia, Inc. Attn: *** *** Moorefield Park Dr., Ste300 Richmond, VA 23236 Re: Client Name: *** ** *** Case *** Revdex.com Case Number: *** Dear Ms***: 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 January 3, Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust. Sincerely, Kenya W*** Mortgage Escalations Resolution Team

Dear Ms*** 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 March 21, Upon receipt of the
signed authorization form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust. Sincerely, Kenya W***

October 11, 2016 *** ** ***
*** *** **
*** ** *** Re: Loan Number: Property Address: ** *** *** *** ** *** Case Number: *** Revdex.com Case Number: *** Dear Mr***: We have received and reviewed 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 issue raised and to provide a response to you. We regret the problems you encountered on your second mortgage loanPlease accept our sincere apology for any inconvenience this matter may have causedOn May 3, 2016, our Insurance Department updated your loan to begin tracking for insurance in errorAs a result, the lender placed cycle started and the lender placed premium was disbursed on July 11, in the amount of $We have confirmed that the insurance tracking was removed and is a combo loan to your first mortgage loan The lender placed policy was flat canceled and the premium of $was refunded to the escrow account on September 20, The escrow account was deleted as of September 26, 2016. Mr***, if you have any questions regarding the servicing of the loan, you may contact our Client Services Department at Our business hours are a.mto p.m., ET, Monday through Friday and a.mto p.m., ET on Saturday. 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.mET. Sincerely, Kewanna C*** Officer Mortgage Escalations Resolution Team

Dear Mrand Mrs***:We have received and reviewed 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 issue raised and to provide a response to you. On August
12, 2016, you spoke to our Loss Drafts Department regarding check number *** in the amount of $33,As discussed, a stop payment was issued on that check to reissue the funds in three draws as you requestedThe funds were mailed to you by federal express on August 17, in three separate checks: *** for $11,138.53, *** for $11,and *** for $11,The package was delivered on August 19, 2016. Mrand Mrs***, we regret any inconvenience that may have been causedIf you have any questions, you may contact our Loss Drafts Department at *** Our businesshours are a.mto p.m., Monday through Friday and a.mto p.m., ET, on Saturday. If you have any questions regarding this letter, you may contact our Mortgage EscalationsResolution Team at ***, Monday through Friday from a.mto p.mET

December 6, 2016 *** ** ***
*** ** ***
*** *** ***
*** ** *** Re: Loan Number: Property Address: *** *** *** *** ** *** Case Numbers: *** and *** Revdex.com Case Number: *** Dear Mrand Mrs
***: We have received and reviewed 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 issue raised and to provide a response to you. At 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 November 15, 2016, we disbursed a tax payment to *** *** in the amount of *** in error. On December 5, 2016, company funds in the amount of *** were deposited into the escrow account. Per *** ***, it may take up to weeks to get a refund for the duplicate tax paymentOnce the refund is received from *** *** the funds will be used to repay the company funds that were deposited into your escrow account. In the event the tax office sends the refund directly to you, we ask that you forward the funds to us to be deposited into your escrow account at the following address: SunTrust Mortgage, Inc. Attn: DE*** *** *** Semmes Avenue Richmond, VA 23224 Ref: *** If you receive the funds and do not return them to us it may create a shortage in your escrow account. Please be advised that we are only escrowing to pay for the flood insurance as the tax line has been removedWe apologize for any inconvenience this matter may have caused. Mrand Mrs***, your satisfaction is important to usIf 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.mto p.mET. Sincerely, Kenya W*** Mortgage Escalations Resolution Team

[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 ***, 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,
*** *** *** sorry for not responding, I am satisfied with the findings Thank you for all the work and time dedicated to resolve this case
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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 do appreciate the administrative efforts taken by the Revdex.com and your timely efforts toward resolving this complaintI initiated this loan process with Sun Trust with full expectations that it would be a speedy and simple effort due to the fact that I was a current customer who already had a well maintained, up to date mortgage with themSun Trusts poor efforts to manage my new loan request was totally unacceptable and cost me $2,in additional fees from the new lenderYes, Sun Trust did offer to "revisit" my loan request days after no contact what so ever, a loan rejection letter I received and with no guarantees that it would be approved.The process for obtaining any loan is usually one built on time constraints and measured in days not weeks, such as mine wasIt was also known by Sun Trust that I was well underway in the process of selling my present home and working the purchase on a new residence (the reason for the loan request) which placed me under even more of a constraint. A $"credit application fee" credit is appreciated but trivial, my actual loss due to Sun Trust failures and lax attitude toward my loans management, poor timely responses and their lack of reasonable debt research has cost me $2,in origination and point feesThis is what I would consider a resolvable resolution to closing this complaintThe additional charges I've endured were directly due to the lack of simple process management on behalf of the Sun Trust Mortgage Co. Regards,
*** ***

Dear Ms*** We received your correspondence regarding the above referenced caseBecause you did not include a signed authorization form from Mr*** we are unable to provide you with a copy of our response dated November 10, Upon receipt of the signed authorization
form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust Mortgage, Inc. Sincerely, Wanda H***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I never received a response from suntrust and they were supposed to have put my MARCH statement in the mail on February 27th when I called themWhere is my CORRECT MARCH statement??? Why wasn't it sent like I was told it would be??? When will I receive it???? Why am I having this problem years in a row???? Why hasn't anyone called me directly to resolve this issue????? This is completely unacceptable customer serviceI did not choose suntrust as my mortgage holder, my mortgage was sold to them, but I deserve better serviceAt least last year *** *** resolved the issue immediatelyWhy wasn't the issue immediately resolved this time?????
*** ***

For record's sake, we called and spoke with Suntrust today (11/14) and it is my understanding that the issue is "in process" of being resolved at this timeToday was the first time that we spoke with someone at Suntrust who was able to clearly articulate the problem to us so that we can actually
resolve the issue(Our previous calls with all the previous reps offered solutions that cost us more time & energy; however, did not correct the problem.) We are now waiting on Suntrust's emergency response team to contact us so that we can further discuss getting our credit score corrected in light of all the miscommunication. Had the problem been adequately described to us on 11/8, it could have been resolved before it affected our credit report on 11/10.

November 7, 2016 Revdex.com Serving Central Virginia, Inc. Attn: *** *** Moorefield Park Dr., Ste 300 Richmond, VA 23236 Re: Name: *** *** Case Number: *** Revdex.com Case #: *** Dear Ms***: We received your correspondence regarding the
above referenced caseBecause you did not include a signed authorization form from Mr***, we are unable to provide you with a copy of our response to Mr*** dated November 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 Mortgage, Inc. Sincerely, Wanda H***

We received your correspondence regarding the above referenced caseBecause you did not include a signed authorization form from Mr*** we are unable to provide you with a copy of our response to Mr*** dated April 27, Upon receipt of the signed authorization form, we will gladly share
a copy of our response with your office.Thank you for contacting SunTrust Mortgage, Inc.Sincerely,Wanda H***

Dear Ms ***: 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 January 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. Sincerely, Kewanna C***

SunTrust has responded to our client but cannot share our response with the Revdex.com as no signed third party form 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
To whom it may concern: Thank you for taking the time to respond - which is ironic because I had to send an official complaint to the Revdex.com for anyone to talk with me from your companyI must say that my experience with SunTrust Mortgage has been one of the worst experiences with a mortgage company, or any company for that matter, and I have purchased several personal and business properties in the pastThank goodness my realtor advised me to apply with a second lender the second time y'all looked over my applicationWith that said, I have closed on the property and am thankful that it was not with you as my lenderYour pre-approval and overall application process needs serious revisionA physician loan should take into account my contract income as a physician as stated by both the loan officer and loan processor, so whatever rationale you want to verbalize as the reason my DTI ratio was excessive is fabrication of whatever numbers y'all decided to use, which to this day has not been disclosed to me, despite me asking Keyana twice for the exact figures used to calculate my DTI RatioIf my ratio was so excessive, how on earth was I able to obtain both pre-approval and final approval from another lender in less time than it took to deal with y'all? Someone with a credit score, who has never made a late payment in my life! And because I choose to do my own taxes and write off everything that I am legally and entitled to, I no longer qualify for a loan? You guys are ridiculousThe number of promises by your company is outrageous, and I made sure your CEO Dorinda S*** knew of my disappointment with your companyRegardless, I have my home, and that is all that mattersI will never utilize your company for any of my financial services.
Regards,
*** *** ***

[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 ***, 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: ***
Regards,
*** ***

We received your correspondence regarding the above referenced caseBecause you did not include a signed authorization form from Ms*** we are unable
to provide you with a copy of our response to Ms*** dated April 4, Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.Thank you for contacting SunTrust Mortgage, Inc.Sincerely,Wanda H***

Dear *** *** *** *** We have received and reviewed 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 issue
raised and to provide a response to youOur records indicate
that you enrolled
in our automatic drafting program***, in October to include a $
additional principal paymentAs of the date of this letter, the additional
principal payment has not been cancelledAs stated in the enclosed
confirmation letter dated October 10, 2014, change request must be made in
writing or you may make changes to your automatic draft by accessing
suntrust.com/mortgageAll change requests must be received days prior to the
requested change dateWe do not have record of receiving a change request or
telephone inquiry from you regarding a change in your automatic draftBased on
the loan history, the March monthly mortgage payment was received and
applied on April We have reviewed your concerns regarding the
negative information on your credit report and determined that our reporting has
been accurateWe are unable to remove the day reporting on April 5,
As information on the loan, you have a FHA loanThe current owner/investor of
your loan is SunTrust MortgageThe contact information is: *** *** *** *** ** *** *** *** As of the date of this letter, your
account is due for the August 1, monthly mortgage paymentThe current
unpaid principal balance is $107,002.43, the current escrow balance is $1,and there are no funds in the unapplied *suspense* funds account at this
time*** *** *** *** if you have any questions regarding this letter, you
may contact our Mortgage Escalations Resolution Team at ***, Monday
through Friday from a.mto p.mET

SunTrust has responded to our client but cannot share the response with the Revdex.com as no signed third party authorization was received . 11px;">Please close this case on your records