SunTrust Mortgage

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***

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

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

[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
*** ***

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***

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,
*** ***

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***

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

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?????
*** ***

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***

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.

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***

[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,
*** ***

November 21, 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 Mrs***, we are unable to provide you with a copy of our response to Mrs*** dated November 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 Mortgage, Inc. Sincerely, Wanda H*** Officer Mortgage Escalations Resolution Team

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

Re: *** ***Case number: ***Dear ** ***:We received your correspondence regarding the abovereferenced caseBecause you did not include a signed authorization form fromthe client, we are unable to provide you a copy of our response to the
clientdated November 25, Upon receipt of the signed authorization form, we willgladly share a copy of our response with your office.Thank you for contacting SunTrust.Sincerely,*** ***

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.When we received the letter there was nothing that stated having the BPO completed would change it to a LTV of 75% or less.As of 10/the actual LTV was 75.2%.It is unbelievable that your company will not remove the PMI over 0.2% when there where improvements done to the home that greatly increased it's value as well as our contract stated 80%LTV and even the front of the letter you sent stated it could be paid down to 80%.Nowhere did it say that the BPO would change those terms.Just a mention of age requirements with no mention as to when you request a BPO that it changes to these age requirement terms.The age requirement even sated it could be waived if improvements had been made and there have been a lot of improvements done.This letter is very misleading and I'm sure that we are not the only ones who have suffered due to the misleading wording of your letter.Banks act like they are suffering yet they are the ones who got bail out money from the government,not us.We have continued to pay our bills on time even through the recession and all we wanted was for the PMI to be removed since the value of our home has increased.In your response you state that after we make our Dec payment to submit another request to have our PMI removed but I feel that once we do there will be some other excuse as to why it can't be removed(such as the BPO is too old).So how will we know that it will be approved for removal if we were willing to accept that as a resolution?
Regards,
*** ***

Revdex.com:
The businesses fail to address my complaint They
claim that they did not receive a release formI submitted the release form a day after I received the request in the mail around July 1st I will locate a copy that I sent and resend it todayThis matter remains unsettled
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
Regards,
*** ***